Delivering structured Salesforce support, process streamlining, and continuous enhancements for a prominent real estate group — stabilising operations while accelerating business growth.
A well-established real estate developer with 25+ years of presence, multiple active residential and plotted development projects across major metro cities in India, and a growing portfolio of premium and mid-segment properties.
Unstable Salesforce environment with fragmented lead management, broken CTI & WhatsApp integrations, inconsistent data quality, manual processes, and low user adoption impacting sales productivity.
A stabilised, optimised Salesforce platform with automated lead workflows, real-time dashboards, reliable integrations, and a roadmap for AI-powered customer engagement.
The client, a leading Indian real estate developer, had invested in Salesforce as their core CRM platform but was facing significant operational challenges. The platform suffered from configuration gaps, integration instabilities, poor data quality, and a lack of structured governance — all of which impacted sales team productivity and management visibility.
KVP Business Solutions was engaged to deliver a structured Salesforce Support & Enhancement engagement following a Proactive + Reactive Support Model — stabilising current operations while continuously enhancing the platform to align with the client's evolving business needs.
Lead lifecycle was not optimised — assignment rules were inconsistent, duplicate records were prevalent, and lead qualification processes lacked automation.
The telephony integration (CTI) suffered from frequent errors, incomplete call logging, and configuration issues that hampered sales follow-ups.
WhatsApp communication channels were unstable with error-prone message delivery, no tracking, and disconnected data flows.
Reports and dashboards were outdated or inaccurate, leaving leadership without real-time insights into pipeline health, conversion rates, and sales performance.
Inconsistent data, duplicates, and sync failures between Salesforce and external systems eroded trust in the platform.
Sales teams resorted to manual workarounds due to poor UX, broken automations, and lack of training — reducing overall CRM effectiveness.
KVP adopted a phased approach — first stabilising the platform through production support, then driving continuous improvements aligned with business priorities.
Automated thank-you messages, requirement capture (property interest, budget, location), qualification-based routing, and auto-logging into Salesforce leads.
Automated outbound calls thanking customers, capturing qualification inputs, syncing responses to Salesforce, and intelligent routing to sales reps.
Structured portal for channel partners to submit leads, track status (New/Assigned/In Progress/Closed), and gain transparent visibility into partner-generated opportunities.
Beyond reactive support, KVP established a proactive governance framework to continuously improve the Salesforce ecosystem — ensuring it evolves as a strategic growth platform.
System performance reviews, security audits, and access governance
Cleanup recommendations, duplicate management, and sync validation
Workflow effectiveness reviews and process optimisation recommendations
Scalable architecture advisory and Salesforce release adoption support
Reduction in production issues within 3 months
Faster lead response time through automation
Improvement in dashboard accuracy & management visibility
Reduction in manual workarounds & data entry
Structured support combining issue resolution with continuous platform improvement — not just firefighting.
Deep understanding of real estate sales cycles, inventory management, channel partner dynamics, and customer engagement.
Every enhancement is documented, estimated, and delivered with transparent tracking and KPI-driven reporting.
Monthly health checks, security reviews, and strategic guidance to ensure Salesforce evolves as a growth platform.
3-level WhatsApp communication framework with Salesforce & Twilio
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